Enterprise Customer Success Executive
Red Hat, Inc.
Buenos Aires, AR
hace 17 horas

Enterprise Customer Success Executive

Posting Location : Location AR-Buenos Aires Posting date 2 hours ago(1 / 11 / 2022 5 : 45 AM)

About the job

The Red Hat Customer Success team is looking for an experienced enterprise Customer Success Executive to join us in Buenos Aires, Argentina.

In this role, you will serve as a trusted adviser to customers by helping them achieve success with Red Hat and maximizing the value realized from subscriptions to Red Hat’s offerings and services.

You will be critical to the long- term success of Red Hat's subscription- based business model and you’ll be responsible for the onboarding, adoption, advocacy, retention, and growth in the accounts you support.

Your ultimate goal will be to cultivate solid customer relationships and boost customer value realization for your customers’ investments into Red Hat’s offerings.

What you will do

  • Establish a trusted adviser relationship with customer executive leaders, sponsors, and key stakeholders so that all of Red Hat's activities are closely aligned with customer business goals
  • Clearly and concisely explain the business and technical value of Red Hat, our offerings and solutions, and how they address customer strategic priorities
  • Assess key business challenges, develop high-level strategies for customer success, coordinate implementation, and inspire stakeholders to ensure successful customer outcomes
  • Define and carry out a customer success and adoption strategy with your customers and serve as an advocate for their needs by being a voice of the customer within Red Hat
  • Lead, coordinate, inspire, and focus organizational energy across Red Hat, including marketing, sales, product development, customer success, technical support, and partner teams to deliver on the customer success strategy
  • Ensure that customers achieve maximum value from their investment using a programmatic, measurable approach during each phase of the customer life cycle
  • Minimize subscriber churn through continuous engagement, value realization, education, coaching, and persuasion
  • Collaborate with enterprise sales teams across a diverse account base on strategies for promoting adoption, account expansion, retention, and loyalty
  • Recommend specific solutions to increase customer value which will improve customer sentiment, move them toward their goals, and increase Red Hat's expansion revenue
  • Partner and collaborate with the Marketing team to build customer referenceability
  • Facilitate engagement across functional areas of the company, including marketing, sales, services, product management, engineering, finance, training, and technical support to handle issues impacting customer success
  • What you will bring

  • 7+ years of account management or customer success experience, preferably within the enterprise software industry
  • Experience advocating for customers and an ability to foster and cultivate relationships with strategic customers and partners by delivering excellent subscription value
  • Outstanding communication skills to lead on site and virtual strategic business reviews, highlighting aspects of customer success with stakeholders ranging from individual contributors to executive leadership
  • Experience leading large projects and promoting solutions for complex business challenges and technical issues
  • Experience coordinating across functions, including executive leadership, management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations
  • Solid understanding of the open source development model and open source software solutions like cloud computing, common enterprise software applications, and DevOps
  • Good understanding of enterprise technical support and professional services processes and workflows
  • Experience with Salesforce.com (SFDC) and familiarity with other leading customer relationship management, customer success, case management, and analytics solutions
  • Excellent time management skills and the ability to prioritize your workload
  • Proficiency articulating the business value associated with Red Hat’s (or related) offerings and solutions; demonstrated ability to guide these discussions with customers
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